Team Manager

1 semana atrás


Lisboa, Lisboa, Portugal BrightBe.e Tempo inteiro

Team Manager (English), Lisbon:


We are recruiting for a leading multinational technology business that is looking to recruit an English speaking Team Manager for their offices in Lisbon.


What you will be doing:

  • Use excellent Client Management skills and meet all SLA's/KPI's, come up with a detailed CAPA in case of any miss and avoid any such instance
  • Guide TLs and raise any risk and work towards mitigating it rather than missing any SLA/KPI
  • Direct & supervise team to achieve assignments using established guidelines, procedures and policies
  • Plan, organize and prioritize work efficiently, implement strategies to successfully manage the day to day operations
  • Set a healthy environment in the team and positive mind frame in the individual
  • Involvement in Hiring & staffing for the segment
  • Work with team across globe with different stakeholders, track/report daily volumes and quality stats to the delivery manager and other stakeholders
  • Responsible for managing a team of 2+ Team Leaders, mentor and groom the TL's as per the career growth options
  • Motivate and drive the team to ensure timely deliverables0
  • Collate, present Weekly Business Review dashboard to client
  • Execute a comprehensive quality assurance processes
  • Coordinate with nonoperations team to make sure smooth BAU
  • Should work with the PeX team on transformation and innovation index on the top
  • Maintain a tracker at all levels (client updates, performance management etc.)
  • Maintaining attrition & making sure the backfills are available on time avoiding the business impact.

Who you are:

  • Native/fluent in English, both oral and written
  • Holder of a Bachelor's/Master's Degree in related field
  • Minimum of 1 or 2 years working experience in Team Management in BPO industry is essential
  • Proven work experience from contact center environment managing a team of minimum of 70 agents (or managing large teams with 23 Team Leaders) is a must
  • Strong communication skills ability to work closely with internal staffing clients and communicate complex analytics in a structured and clear manner
  • Project Management skills and excellent conflict management skills
  • Strong Presentation and Data Analysis skills
  • Multiple stakeholder management and Forecasting skills
  • Feedback & Coaching skills
  • High degree of problemsolving and analytical skills with strong attention to detail required
  • Ability to work in a fastpaced, constantly evolving environment under pressure and manage critical situations with mínimal supervision
  • Excellent client interfacing and process management skills
  • Customer service orientation and ability to work in a team
  • Able to work in 24/7 shifts with rotational weekly offs if needed.

What you will find:

  • Excellent remuneration package based on experience, skills and performance
  • Be part of a dynamic and creative team with positive and friendly atmosphere
  • Guidance and tools to reach your full potential
  • Meal allowance
  • Private health insurance
  • Relocation support.

What are you waiting for?:

Send us your CV with reference - TM_EN_LI
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